Risg ppt
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This was presented as part of Reference @ the Metcalfe, the annual reference and information services seminar, organised by the NSW Reference and Information Services Group, and the State Library of NSW.
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Risg ppt
- 2. Before...
- 4. After...
- 5. Roving equipment - tablet •Windows tablet •Spydus compatible •Some usability issues
- 6. Roving equipment - strap Otterbox straps •Designed for ipads •Not available in Australia •Length adjustable •Fluffy strip provided for comfort on neck
- 7. Circulation Desk Self checkers have been installed on the circulation desk
- 8. Benefits Side by side service not across a desk
- 9. Benefits Staff determine length of inquiry and appropriate personal space
- 10. Benefits • Staff can walk up to a customer rather than waiting for a customer to walk up to them • Makes staff more approachable • A lot more of our inquiries are assisting customers on computers so staff are easily able to move around and help
- 11. Benefits • Easily monitor anti-social behaviour • Monitor what are on computer screens • Frequently run up-to-date reservation list • Keep the library looking tidy • All staff rove - resulting in multi-skilling
- 12. Challenges • Getting staff to use the tablets – not just wear them • Equipment failure (wifi eg.) • Possible WHS issues • Limitations – difficult to use to issue books
- 13. Challenges • Can be difficult to rove if either too busy or too quiet • By removing the reference desk we removed a work space – now that work has to be fitted in around library shifts
- 14. Questions? For further information contact: Shiralee Franks Information and Collections Librarian Tamworth City Library s.franks@tamworth.nsw.gov.au
Editor's Notes
- Originally circulation desk on one side and reference desk on the other Staff had clearly defined roles. You either were a librarian and worked on the information reference desk, or you were a library assistant and worked on the circulation desk. And pretty much the two never crossed over. To the point that if the reference desk was asked a question about joining the library they would be redirected to the circulation desk. And if a question was asked at the circulation desk about whether or not we had a book, it was referred to the reference desk.
- Unfortunately I don’t have a photo of how the reference desk used to look – only as it was being dismantled. This happened in September last year. I’ll talk in a moment about how with the removal of the desk it actually changed the entire way we welcomed customers into the library and handled all inquiries.
- The desk removal was a bit complicated as it had electricity and network connections coming up through the floor and security buttons attached.
- Now that the desk have been removed we’ve put comfortable chairs there instead. This space does change regularly. Sometimes we have a couple of lounges and coffee table and other times we might have a display there. Now that we no longer have a desk with a computer to sit at we need to have another option of being able to handle reference inquiries.
- Windows tablet – provided and supported by council Spydus compatible – Spydus 10 will be even better (responsive design, auto resize) Usability issues – easier to select correct link if using a stylus
- Otterbox straps bought from US cost US$50 each postage was US$62 Designed for ipads so fits a little too tightly – have had to replace straps around the edges Can be heavy on neck and shoulders after a long shift Can remove strap and just use as a hand held device
- Part of the roving service also includes keeping an eye on the self checkers. Most of our customers have used them for a while now so we’ve moved from providing a lot of assistance to simply keeping an eye out to make sure they’ve gone through okay. This also means that circulation staff are roving now as well.
- As you can see from the photo we can now provide a side by side personal service rather than an across the desk interaction. We found that having staff sitting at a separate reference desk was in a way a position of power. I am the keeper of the knowledge and you must come to me to get what you need. It was quite intimidating to a lot of our customers who would not come up to ask us questions as they felt they were interrupting important work we must be doing.
- This slide covers two issues that we used to have. Firstly we had some customers who would come in and sit themselves down at the reference desk and never leave. It was our work space so we couldn’t leave and it meant other people couldn’t sit down and speak with us. Now we can get up and leave once we have completed the request and move on to other people. We did have some staff who were concerned about personal space sitting down next to someone on the same lounge. We all know people out there who we would rather not be in quite so close contact with. So tub chairs work really well because you have your own personal space and can move them where you feel comfortable.
- All staff rove – resulting in multi-skilling We no longer have the distinction between reference desk and circulation desk – Librarian and library assistant. Part of that is because when a customer walks through the door they don’t know who you are or what experience you have, they just want to be served. So all staff rove and answer all inquiries. We have had to upskill our library assistants so that they can handle all basic inquiries which they may have referred on straight away previously. So now they handle it until it becomes more complicated or requires handling by a librarian and then they refer it. As I mentioned the majority of our inquiries have become assistance on computers, scanning and mobile devices. We have also trained staff to be able to put in basic ILL requests that are then handled by a librarian at a later stage.
- Would like to credit the libraries that spoke about roving reference at the last reference seminar as they gave us some great background and allowed us to use and modify their procedures which has helped hugely. (Hurstville)